Increased customer engagement and loyalty

Customers can do banking their way and 24/7

User feedback has been overwhelmingly positive

The challenge

Leverage Google Assistant to better serve customers:
  • Bankia's innovation department wanted to test voice-managed virtual assistants to augment existing customer support channels
  • A project was initiated to test the capabilities of the new technology and to gain a practical understanding of its true potential
  • A secondary aim was to evaluate how the virtual assistant could harness natural language processing (NLP) to solve specific customer queries and use cases
  • As a flagship Google initiative, Google Assistant is updated continuously, which can make it challenging to work with.

The engagement

A phased approach to mitigate risk and align the project with quantifiable benefits
  • Discovery: workshop to define MVP. Included definition of customer journeys, priority set up, depth and reach of conversations, new functionalities and use cases based on real customer behaviour
  • Conversational design: including finding branches/ATMs, directions, connecting to Bankia’s website, connecting to mobile banking and responding to inappropriate language
  • Implementation: all dialogue flows were implemented and usability testing was performed
  • Active testing: conducted before the final deployment to ensure the solution meets the requirements in terms of usability, as well as to identify possible improvements

The benefit

High customer satisfaction
  • By harnessing the power of Google Assistant, Bankia has created a new banking channel that increases customer engagement and loyalty
  • Google Assistant has empowered Bankia to maintain its position at the forefront of bank innovation
  • Feedback from customers has been overwhelmingly positive. With a score of 4.6 out of 5, Bankia is the highest rated bank on the Google Virtual Assistant Platform
Ignasi Barri

To learn how your business can adopt our approach, please get in touch

Ignasi Barri Vilardell

Director of digital strategy, Global business development